Mobile & Home Working

Ditch your desk phone and get mobile with ContactWorld and Salesforce1™ Mobile App

When your team is working from home, out in the field or visiting a customer, they’re using their mobile phone and calling their contacts directly. This means that reporting on calls that they make or take is next to impossible, as is staying on top of the admin, keeping notes and logging calls and so on.

ContactWorld gives you the insight and the capabilities you need, when you’re away from your desk.

Enabling home-based and remote agents

Allowing agents to work from home is an increasingly popular requirement in customer engagement, call or contact centres. It’s now a question of management strategy, rather than a decision on whether to offer flexible working. ContactWorld is cloud-based, so all users log in to the same system, regardless of their geographical location. As long as an agent has access to a web-connected device, they can effectively work from anywhere.

Real-time visibility

With ContactWorld, you get a real-time window into your entire call centre operation. You can see who's online and available, monitor KPIs and access detailed live call stats for every agent in an instant.

Remote management

ContactWorld allows you to manage a team of home-based agents as if they are all in the same room - all using the same scripts, messages, call plan, CRM databases and more.

Cost saving

Mobile data usage is only needed for the initial click-to-dial. The call is made from ContactWorld, NewVoiceMedia’s cloud solution, so none of the agent’s mobile internet or call allowances are used.